Quality 10

Loyalty
Yes

CRITIQUE

Diamond certified VIDEO PROFILE

Diamond certified company PROFILE

Jorge and Taira Paiva, Owners

Tom’s Appliance Service, Inc. has been providing appliance service and repair for clients throughout Santa Clara and San Benito Counties since opening in the 1960s. Over the past two decades, the company has specialized in repairing Sub-Zero, Wolf and Scotsman brands.

Owner Jorge Paiva took over ownership of Tom’s Appliance Service in 1999 from original proprietor Tom Hughey. Mr. Paiva says he strives to continue the tradition of quality for which the company is known by providing excellent appliance service for his clients.

Mr. Paiva is factory-trained to perform Wolf, Sub-Zero and Scotsman repairs. To ensure his expertise, he attends training sessions at the Sub-Zero and Wolf manufacturing facilities in Madison, Wisconsin.

Company Profile

Tom’s Appliance Service, Inc. has been providing appliance service and repair for clients throughout Santa Clara and San Benito Counties since opening in the 1960s. Over the past two decades, the company has specialized in repairing Sub-Zero, Wolf and Scotsman brands.

Owner Jorge Paiva took over ownership of Tom’s Appliance Service in 1999 from original proprietor Tom Hughey. Mr. Paiva says he strives to continue the tradition of quality for which the company is known by providing excellent appliance service for his clients.

Mr. Paiva is factory-trained to perform Wolf, Sub-Zero and Scotsman repairs. To ensure his expertise, he attends training sessions at the Sub-Zero and Wolf manufacturing facilities in Madison, Wisconsin.

Company Philosophy

“I strive to do great, honest work at a fair price, so when people call me for a job, I want them to feel good about the choice they’ve made. I deliver the same quality of service to every customer, regardless of the size or cost of the job—whether they live in a multi-million dollar home or a tiny apartment, I want to make them feel like they’re my most important customer. Loyalty is very important to me, and the only way to achieve this is through excellent customer service.”

Comparative Summary

According to its owner, Jorge Paiva, Tom’s Appliance Service, Inc. values every one of its customers, whether they live in “a multi-million dollar home or a one-bedroom apartment.”

Mr. Paiva says small courtesies make the difference with his Morgan Hill-based business. Customers receive a phone call in advance of their appointment, so they don’t have to wait at home for a technician to arrive. Mr. Paiva and his employees have often returned to a previous jobsite, despite having no obligation to do so, to correct problems that weren’t covered under the company’s warranty.

“We simply want to make our customers happy,” says Mr. Paiva. He recounts a yearlong period during which he paid almost monthly repair calls to a customer who, despite ample evidence to the contrary, had convinced himself his refrigerator was malfunctioning.

Mr. Paiva says Tom’s Appliance Service has a large and loyal customer base, which it acquired “through exceptional customer service.” Customer satisfaction is important to the company–it routinely fields calls from customers who commend it for the caliber of its work and professionalism.

All service appointments are managed with sophisticated scheduling software that tracks jobs in real time. The company uses TV screens to track the whereabouts of every technician, from the moment they clock in to the moment they leave. “Every employee and job is accounted for,” says Mr. Paiva. “Nothing and no one slips through the cracks.”

Tom’s Appliance Service’s technicians are among the few in Santa Clara Valley who are factory-trained and certified at the Sub-Zero and Wolf manufacturing facilities in Madison, Wisconsin. In fact, says Mr. Paiva, the company is one of only 100 in North America selected for distinction by Sub-Zero.

Industry Info

When hiring someone to repair an appliance in your home, trust your instincts. Most of us don’t judge people by how they look, but if an appliance repair company has employees who don’t look professional, don’t wear uniforms, and don’t show up at your home with the proper tools, you may have made the wrong choice, says Jorge Paiva, owner of Tom’s Appliance Service, Inc. in Morgan Hill.

A repair shop has an obligation to instill confidence in its customers and allay any fears they might have about inviting strangers into their homes. When companies aren’t scrupulous about whom they hire, says Mr. Paiva, it suggests they aren’t really focused on their customers’ concerns. “I tell my workers to park in front of a house when they arrive for a job. When the homeowner looks through their window, they can see the van is properly marked and clean, and the workers are wearing uniforms and have scrubs to protect their floors.”

Mr. Paiva says the Internet has made it possible for virtually anyone to “put a magnet on the side of their car and automatically become a repair person. A lot of these people just aren’t prepared. They don’t have the training. Just because you’re handy and can fix things doesn’t mean you should be doing this for a living,” he says.

If you’re unsure where to find a reliable and conscientious repair company, Mr. Paiva recommends a referral from a friend or relative. If you resort to the phone book, however, understand that the companies with the largest ads don’t necessarily offer the best service.

Frequently Asked Questions

Q: How quickly can you get parts?

A: Most times, we can immediately get them. We have a large inventory in our trucks; I think they’re the best-stocked vehicles in the area. If we don’t have a part, we can usually get it within a day or two.

Q: How quickly can I schedule a service call?

A: We can often come out the same day. Other times, it may be a day or two. We have customers who say, ‘I don’t care how long it takes, I want your company because I know you’ll do it right.’ Sometimes it’s best to wait an extra day or two to get it right the first time rather than hire someone out of the phone book who’s available immediately.

Q: I worry about repairmen in my home. Can I trust yours?

A: Absolutely. Our workers are absolutely professional, clean and courteous. They wear uniforms and have scrubs to protect your floors. They can wear booties if you’d prefer. They have latex gloves, dust masks, vacuums, ladders, and tools—everything they need.

COMPANY CONTACT

Tom’s Appliance Service, Inc.

Diamond Certified RATINGS ON Tom’s Appliance Service, Inc.

Rated Highest in Quality and Helpful Expertise

Tom’s Appliance Service, Inc.

325 SURVEYS

RATING

10 CONSECUTIVE YEARS SINCEJanuary 2009CERT1483

DIAMOND CERTIFIED PERFORMANCE GUARANTEED

Diamond certified ratings dashboard

CUSTOMER SATISFACTION
i

Customer LOYALTY
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Helpful Expertise
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Each surveyed customer was asked, “If you needed any helpful expertise, did this company provide that expertise?” To calculate this score, total “Yes” responses were divided by total responses (excluding those that stated they hadn’t needed any expertise).

Company Credentials
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Liability Insurance

License Verification

Business Practices

Current Complaint File

Phone SURVEY RESPONSES FROM 325 VERIFIED CUSTOMERS
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Tom’s Appliance Service, Inc.:
Average 9.3 out of 10 based on 325 unique customer surveys of customer satisfaction.

Steve T.

VERIFIED Tom’s Appliance Service, Inc. CUSTOMER

1
of
325

Quality 10

1010

Loyalty
Yes

CRITIQUE

That they're great, we used them through a AAA insurance claim we had to make for some damages as homeowners.

The tech made sure I understood the issue. They showed me and gave me possible solutions which I was able to make a discussion from. He was able to offer suggestions on how to move forward.

Tyler M.

VERIFIED Tom’s Appliance Service, Inc. CUSTOMER

2
of
325

Quality 10

1010

Loyalty
Yes

CRITIQUE

I highly recommend Tom. It's the same thing all the way out for all the questions. I have no bad things to say, tens across the board.

He was very professional, he's the owner. He gave me great advice and was very clean.

Tom F.

VERIFIED Tom’s Appliance Service, Inc. CUSTOMER

3
of
325

Quality 10

1010

Loyalty
Yes

CRITIQUE

They went above and beyond. They did a few little extras and didn't charge.

The tech was really great at explaining the issues to me.

Cheryl V.

VERIFIED Tom’s Appliance Service, Inc. CUSTOMER

4
of
325

Quality 10

1010

Loyalty
Yes

CRITIQUE

They were good and clean.

They came right away and fixed the problem the first time.

Michael H.

VERIFIED Tom’s Appliance Service, Inc. CUSTOMER

5
of
325

Quality 10

1010

Loyalty
Yes

CRITIQUE

I would tell them that they are professional and I have had no issues with the company at all since using them years ago.

I would say, the consistency.

Steven K.

VERIFIED Tom’s Appliance Service, Inc. CUSTOMER

6
of
325

Quality 10

1010

Loyalty
Yes

CRITIQUE

I liked them. They respected that they were in my home.

I would say the respect.

Adair F.

VERIFIED Tom’s Appliance Service, Inc. CUSTOMER

7
of
325

Quality 10

1010

Loyalty
Yes

CRITIQUE

I would recommend them.

The quickness

Dora P.

VERIFIED Tom’s Appliance Service, Inc. CUSTOMER

8
of
325

Quality 10

1010

Loyalty
Yes

CRITIQUE

They are a good company and ended up fixing the issues we were having on multiple appliances.

The fact that they came in and fixed all the little kinks we were having

Mike M.

VERIFIED Tom’s Appliance Service, Inc. CUSTOMER

9
of
325

Quality 10

1010

Loyalty
Yes

CRITIQUE

Very convenient and customer service friendly

He's a nice guy and I can talk to him.

Sandra O.

VERIFIED Tom’s Appliance Service, Inc. CUSTOMER

10
of
325

Quality 10

1010

Loyalty
Yes

CRITIQUE

I would recommend them indeed. They were good.

The tech made everything easy for us.

Thomas S.

VERIFIED Tom’s Appliance Service, Inc. CUSTOMER

11
of
325

Quality 10

1010

Loyalty
Yes

CRITIQUE

They are always on time. They know what they are doing.

I trust that they will not rip us off.

Mikala C.

VERIFIED Tom’s Appliance Service, Inc. CUSTOMER

12
of
325

Quality 10

1010

Loyalty
Yes

CRITIQUE

That he was knowledgeable and professional

I felt like my problem got solved with no issues. They were very honest and upfront.

Karen W.

VERIFIED Tom’s Appliance Service, Inc. CUSTOMER

13
of
325

Quality 10

1010

Loyalty
Yes

CRITIQUE

I have told them before that it's perfect in every way. Jorge is a great, kind, and an effective business owner. My husband really likes them as well and he's really particular.

Honesty

Natalie G.

VERIFIED Tom’s Appliance Service, Inc. CUSTOMER

14
of
325

Quality 10

1010

Loyalty
Yes

CRITIQUE

They are very knowledgeable and fixed my issue.

The knowledge

Mary A.

VERIFIED Tom’s Appliance Service, Inc. CUSTOMER

15
of
325

Quality 10

1010

Loyalty
Yes

CRITIQUE

I guess their knowledge base is high.

Never had a problem. They fix whatever it is I need every time.

Tom M.

VERIFIED Tom’s Appliance Service, Inc. CUSTOMER

16
of
325

Quality 10

1010

Loyalty
Yes

CRITIQUE

They are wonderful. We wouldn't use anyone else.

They are straightforward and efficient.

Debbie B.

VERIFIED Tom’s Appliance Service, Inc. CUSTOMER

17
of
325

Quality 10

1010

Loyalty
Yes

CRITIQUE

They are awesome, no complaints.

They do their job well.

Debbie C.

VERIFIED Tom’s Appliance Service, Inc. CUSTOMER

18
of
325

Quality 10

1010

Loyalty
Yes

CRITIQUE

Toms is good, they always help in the best ways possible.

I think they are honest and don't try to charge for things that are unnecessary.

Keith B.

VERIFIED Tom’s Appliance Service, Inc. CUSTOMER

19
of
325

Quality 10

1010

Loyalty
Yes

CRITIQUE

They serviced a dishwasher for my business and had a very strong knowledge of the commercial unit we have. It's pretty new so I was a little surprised. They were good.

I would say, the commercial knowledge base.

Judy D.

VERIFIED Tom’s Appliance Service, Inc. CUSTOMER

20
of
325

Quality 10

1010

Loyalty
Yes

CRITIQUE

That they are reliable, and they go out of their way to make sure your problem is fixed.

I think that their manor is very polite and kind. They are perfectly happy if you are standing there watching and asking questions.